Service Desk Analyst I (IT Support)

Location: Philippines

Company

hirify.global provides an IT service desk role supporting end users with hardware, software, and connectivity issues.

What you will do

• Provide first-line technical support through phone, chat, and email.
• Diagnose and resolve issues involving Windows, Microsoft Office, network and VPN connectivity, Citrix, and mobile device management.
• Use remote diagnostic tools and structured questions to troubleshoot user problems.
• Document incidents, requests, investigations, and resolutions in ticketing systems.
• Escalate unresolved or high-priority issues to the appropriate IT support level.
• Participate in team meetings, assigned projects, and other corporate initiatives.

Requirements

• At least 1 year of IT service desk or IT support experience.
• General knowledge of computer systems, O365, Active Directory, network connectivity, VPN connectivity, and mobile device management.
• Excellent written and verbal customer service and communication skills.
• Proficient English is required to support clients.
• Strong problem-solving, typing, organizational, and attention-to-detail skills.
• Ability to work independently and as part of a team, including nights and weekends depending on the assigned shift.

Nice to have

• ITIL training or experience.
• CompTIA A+, Microsoft, HDI, or other industry certifications.
• Spanish language skills.

Culture & Benefits

• Professional and customer-focused service environment.
• Opportunities to expand knowledge of help desk procedures and services.
• Inclusive equal-opportunity workplace.
• Participation in team meetings and corporate initiatives.